Gain first-hand insight on
underserved markets &
vulnerable customers –
and innovate with empathy.

Inclusive business means products, services and
customer experiences that work for everyone.

‘Critical friends’ workshops with subject matter experts from the third sector and the people they support.

Learn more

Immersive innovation for deep insight and experience of an issue, creating solutions with charities and their users.

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People panels providing ongoing access to consumers affected and with useful things to say.

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CUSTOMER THEMES

Ageing Population

By 2030, one in five people in the UK will be aged 65 or over.

Digitally Excluded

The world is going digital, but 11.3m adults in the UK are classed as digitally excluded.

Health

An estimated 4 million older adults in the UK have a limiting long-standing illness, equating to 40% of all people aged over 65

Disability & Accessibility

Life costs you an average of £583 more per month if you’re disabled.

Financial Vulnerability

10 million households in the UK have no savings.

Ethical Consumption

At least 49% of the UK population have chosen not to buy a particular product or shop at a particular outlet because of concerns about its ethical reputation.

Statistic sources

“Thanks to Three Hands’ hard work and preparation the virtual sessions worked really well. I would definitively recommend and look forward to working with them in future innovation sprints.”

“This was one of the best insight gathering workshops I’ve ever participated in.”

“The insight from those with lived experience was so powerful and will live long in the memory.”

NEWS & RESEARCH

Money Advice Trust podcast on lived experience

Chris Fitch brings together an expert panel to explain just what an ‘expert by experience’ is, how organisations select which experts and charities to work with, and how this engagement can improve outcomes for vulnerable customers. Jan is one of the speakers, focusing on the difference between market research and using lived experience.

Launch of The Outside In Project – 2021

This week we have launched the Outside In Project, a brand new way for people in businesses to reach beyond their corporate walls in order to understand and act upon the most important issues for their colleagues, customers and communities.

Social Issues Spotlight: The ageing population

This month's Social Issues Spotlight explores what all businesses need to know about the UK's ageing population.

More news and research

CASE STUDIES

From lived experience to customer strategy

Identifying what the bank’s role should be with customers at risk of, or experiencing, gambling-related harm
product service innovation

Life insurance and cancer

Gaining insight on people’s experiences of cancer

Vulnerability and pensions

Understanding what drives customers’ pension decisions

See all case studies

STATISTICS SOURCES

Ageing Population

Age UK, Later Life in the United Kingdom 2019, May 2019

Digitally Excluded

Lloyds Bank, UK Consumer Digital Index 2018, May 2018

Health

Age UK, Later Life in the United Kingdom 2019, May 2019

Disability & Accessibility

Scope, The Disability Price Tag 2019, February 2019

Financial Vulnerability

The Money Charity, The Money Stats, April 2018

Ethical Consumption

Ethical Consumer, Markets Report 2018, June 2018